Salesforce Agentforce with BYOC for CCaaS and Vonage Contact Center

If enabled for your account, using Bring Your Own Channel for Contact Center as a Service (BYOC for CCaaS) with Vonage Contact Center (VCC), you can configure a Salesforce Agentforce Service Agent (ASA) to assist customers in messaging interactions (WhatsApp, Webchat, and SMS) and route them to agents when necessary.  When configured, the Bot Connector applet notifies Salesforce about messaging interactions to be routed to an ASA. The Salesforce ASA then uses the configured topics to assist the customer best.

In cases where the ASA is unable to resolve the request or the customer requests a human agent, the ASA uses the escalation flow to determine which VCC interaction plan to route the messaging interaction to next. The routing uses either a mapped interaction plan (for information on interaction plans, see the Interaction Plans Architect section) or the ID of a VCC agent who is linked to the target Salesforce user.

Configuration

Interaction plan availability

Make interaction plans available for use in Salesforce omni-channel flows:

1. Go to Interaction plan → Manager.

2. Make the required interaction plans available for use in omni-channel flows:

   • Create a new interaction plan or edit an existing interaction plan.

   • Click Show in Salesforce omni-channel flows.
     For information about using Interaction Plan Manager, see Using Interaction Plans Manager.

Bot connector applet

For information on configuring the Bot connector applet, see the Bot connector applet section.

Data router applet 

When you have configured both the interaction plan and agent ID data sources in the Bot Connector applet, you need a Data router applet to determine where the messaging interaction should go next.

• If agent ID is available, the interaction is routed to the agent's personal queue.

• If agent ID is not available, the interaction is routed to the interaction plan.

To route the messaging interaction based on the availability of the agent ID, perform the following steps:

1. Create a Data router applet.
   For information about creating an applet and about Data Router applets, see Creating an applet and Route to Interaction Plan applet. 

2. In Data source, select the name of the agent ID data source.

3. In Data type, select the String data type. 

4. In Operator, select Is Null.

5. In Route to applet, select:

   • Route to interaction plan if agent ID is unavailable

   • Personal queue applet if agent ID is available

6. Click Update to save the applet.

When you have created your Data Router applet:

1. Go back to your Bot Connector applet.

2. In Successful Action, select your Data Router applet . 

3. Click Update to save the change.

Route to interaction plan applet

To route the interaction to the returned interaction plan, perform the following steps:

1. Create a Route to interaction plan applet.
   For information about creating an applet and about Route to Interaction Plan applets, see Creating an applet and Route to Interaction Plan applet. 

2. Go to Routing options. In the Type field, select Data source.

3. In Data source name field, enter the name of the interaction plan data source you created in your Bot Connector applet. Specify the data source using the format $(DataSourceName). This data source contains the name of the interaction plan returned by the omni-channel flow.

4. Optionally, in Next Applet on Failure, select the applet that the interaction is routed to if the Route to interaction plan applet fails.

5. Click Update to save the applet.

Personal queue

To route the interaction to the available agent, you need to set up a personal queue. For information about setting up personal queues, see Setting up personal queues section.

Where required in the Skill tagger applet, use the agent ID data source that you created in the Bot connector applet.

Example configuration

Open

Salesforce configuration

Configure an omni-channel flow

To configure omni-channel flows in Salesforce, please see the Configuring Salesforce section in the Configuring Vonage Contact Center to use Salesforce Omni-Channel flows page.

Configure the Agentforce Service Agent

To set up the ASA, please follow the Salesforce Create an Agent from a Template guide to get started.

When configuring the topics for your ASA, ensure the Escalation topic is assigned. If the Escalation topic isn't assigned, ASA will not be able to escalate the call. 

Configure required omni-channel flows for Agentforce

You need to configure the following omni-channel flows when you have a Salesforce-provisioned telephone number:

• Inbound;

• Escalation.

You should already have a Messaging Channel with the Salesforce-provisioned number as the channel's name.

Inbound Flow

This is the minimal Omin-Channel flow setup required for the Agentforce Service Agent. The most important step is adding and configuring a Route Work element, which routes the interaction to the correct Agentforce Service Agent.  

1. Navigate to Setup.

2. In the Quick Find box, search for Flows. 

3. Click New Flow

4. Search for and select the Omni-Channel Flow template

5. In the Flow Builder, add a Route Work element to the flow

   • Fill in the Label and Description fields.

   • In Set Input Variables section, select recordId in the Record ID Variable box. If not available, click New Resource:

     • For Resource Type, select Variable.

     • In API Name, enter RecordId.

     • In Data Type, select Text.

     • Check the Available for input box.

     • Click Done.

   • In the Service Channel field, select Messaging

   • In the Route To section, select Agentforce Service Agent. If this is not available, contact your administrator.

   • In Agentforce Service Agent section, select the Agentforce Service Agent you would like interactions to be routed to.

   • For Fallback Queue, select a queue mapped to a Vonage interaction plan. For more information, see Map your Salesforce Queues to Telephony Provider Queues.

6. Click Save 

7. Click Activate  

Escalation Flow

The following steps outline the minimum required setup for the escalation omni-channel flow, enabling an ASA to route a messaging interaction to a human agent.

The escalation flow can target a Vonage interaction plan or a specific Salesforce user/agent linked to a VCC user.

Creating the escalation resources

1. Navigate to Setup.

2. In the Quick Find box, search for Flows.

3. Click New Flow.

4. Search for and select the Omni-Channel Flow template.

5. In Flow Builder, click New Resource and create a RecordID resource, which will contain the ID of the Messaging Session object when the flow is triggered.

6. Configure RecordID resource as follows:

Building the escalation flow

1. In the Flow Builder, click the + icon on the flow.

2. Add an Route Work element and configure it as follows:

   • Label: Escalation Routing.

   • How Many Work Records to Route: Single

   • Record ID Variable: recordId.

   • Service Channel: Messaging.

   • Route To:

     • Queue if you want to route the interaction to an interaction plan.

     • Agent if you want to route the interaction to a specific agent. 

   • Queue/Agent ID: The ID of the queue/agent you would like the interaction to be routed to.

3. Save and Activate the flow

Assign Flow to Agentforce Agent

1. Open the Agentforce Builder for a selected Agentforce Agent.

2. Open the Connections tab.

3. Open the Messaging connections.

4. For Escalation Flow, choose the Flow created above (you may have to deactivate the ASA to change this field).

5. Reactivate the ASA.

Once this step is complete, the ASA should have both inbound and escalation flows configured.